Complaints
This profile includes complaints for Tempur Sealy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 694 total complaints in the last 3 years.
- 182 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a bed and base September 12 that delivered September 19. From the time they installed, the base had issues. The foot section did not lower when they were doing a demonstration. Now the massage function goes in and out. They said they submitted a ticket and I’d get a text. I didn’t get one so I called the Tempur-Pedic flagship store I bought from. The worker who picked up said he can’t see anything and to call Sleep Outfitters. I called Sleep Outfitters and they said to call Tempur-Pedic because they have no information. After several calls, finally, it’s determined that a ticket was submitted on the 19th. I was assured this would be resolved quickly but that’s not been the case. Extremely disappointing. How can you charge $7500 for a bed and base that doesn’t even work and no one has any clue what’s going on. Come take the base. I’m done with Tempur-Pedic.
Business Response
Date: 09/23/2024
The customer has filed a warranty claim and he should have received an email from the Warranty team advising him that they will be in touch via email in the next 1-3 days.Customer Answer
Date: 09/26/2024
Complaint: ********
I am rejecting this response because: Tempur’s local store said they would call—didn’t. Tempur corporate said they would call—didn’t. ***************, which delivered the faulty base, is no help. Meanwhile, I’ve still had this base that doesn’t work for a week. Imagine paying $7500 for such trash service. They are so quick to drop off things that don’t work but want a month to pick them back up.
Sincerely,
****** ****Business Response
Date: 09/27/2024
The Retail store where the purchase was made is arranging for a replacement base. We apologize for any frustration this has caused the customer.Customer Answer
Date: 09/30/2024
Complaint: ********
I am rejecting this response because: I was told repeatedly this would not be a replacement but a RETURN due to the horrible service I’ve received up until now. I also requested a return of the bed, but nothing on that front. How many weeks does it take for you to come get your bed? I was told this would be expedited but it hasn’t. It’s been clumsy and slow.
Sincerely,
****** ****Customer Answer
Date: 10/30/2024
Complaint: ********
I am rejecting this response because:At this point, I don’t know if Tempur-Pedic is highly incompetent or a carefully organized crime group. Here we are, a month after a return of two items and only one returned item was refunded. And it took weeks and weeks just for them to figure out how to organize a pickup. I am being charged nearly $3k for a returned product. Is this just their method of illegally retaining customer funds? Do they expect some customers to stop trying to resolve the issue? I am honestly curious at this point. The picture I’m attaching is TP agreeing to accept my bed *and* base for a full refund. And true enough, after a myriad phone calls and emails, that finally happened. Now, TP has decided to only refund the bed in a stunning move of illegal retention of funds. Never mind the fact that it took them nearly a month to process the partial refund. Just when I think they can’t possibly get any worse.
Sincerely,
****** ****Business Response
Date: 10/30/2024
We are looking into this.Customer Answer
Date: 10/30/2024
Complaint: ********
I am rejecting this response because: I tried to attach a picture of an email of TP agreeing to accept returns for the bed and base on September 24, 2024. The file was rejected, so I guess BBB doesn’t accept that file type or something. And, true enough, after weeks and weeks of calls and emails, that finally happened. Sleep Outfitters came and took both the bed and base away. But now, TP is illegally charging me for the base still. So, the base that never worked from installation and that I don’t even have (and haven’t had for weeks), is my financial responsibility? They only refunded the one of two items they accepted returns for. Who does that.
Sincerely,
****** ****Customer Answer
Date: 10/31/2024
Complaint: ********
I am rejecting this response because: I tried to attach a picture of an email of TP agreeing to accept returns for the bed and base on September 24, 2024. The file was rejected, so I guess BBB doesn’t accept that file type or something. And, true enough, after weeks and weeks of calls and emails, that finally happened. Sleep Outfitters came and took both the bed and base away. But now, TP is illegally charging me for the base still. So, the base that never worked from installation and that I don’t even have (and haven’t had for weeks), is my financial responsibility? They only refunded the one of two items they accepted returns for. Who does that.
Sincerely,
****** ****Business Response
Date: 10/31/2024
Our bases are final sale and therefore not eligible for returns, exchanges or refunds. If the customer is having issues with the base, it is covered under a 3 year labor, 5 year parts limited warranty.Customer Answer
Date: 11/01/2024
Complaint: ********
I am rejecting this response because: Well, unfortunately, you already agreed to accept the return, which I have in writing. You’ve confirmed this by picking up delivery of the base and are on camera doing so. I have already sent that to Wells Fargo, who has accepted all documents. You can either process a return or do nothing, in which case Wells Fargo has agreed to override you since I have such strong documentation. Have a nice day.
Sincerely,
****** ****Initial Complaint
Date:09/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I want to purchase a TEMPUR-Lumbar Support™ Office Chair. It is NOT available anywhere to try. It is only available through an online purchase. Their return policy states, "Given the personal nature of this product, we do not accept returns." This is unbelievable ... no where to try it out their office chair yet NOT returnable! HELP, please. The chair is regularly $352.00 and is currently priced at: $299.20 (ending today).
I have contacted Tempur-pedic and they refuse to budge.Business Response
Date: 09/23/2024
We apologize to the customer, but we cannot alter Company policies.Customer Answer
Date: 09/29/2024
Complaint: ********
I am rejecting this response because:It is outrageous that Tempur-Pedic expects customers to purchase an office chair for around $350.00, sight unseen and never having tried it out and not be able to return it if it is not a good fit for them. I have searched high and low to find one of their chairs to try out and have not succeeded. I have gone to Staples and furniture stores all to no avail! I have additionally called other office & furniture stores in an attempt to find one and try it out. I would ask that Tempur-Pedic have a sample model in their showrooms for prospective customers to try out. My request is more than reasonable! Prior to writing to the BBB, I contacted several people at Tempur-Pedic all to no avail. How can any business expect prospective customers to buy an item costing $350.00, sight unseen & not tried, and not be able to return it? It’s crazy!
Sincerely,
***** *******Initial Complaint
Date:09/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of Purchase. 4/5/24
Date Delivered. 4/22/24
We purchased a Cal King ******* *** ****** bed from ******** ***** in Silverdale, WA. Sale Order # 1*******.
After roughly 30 days, the bed began to 'sink.' By this we mean that the side of the bed we are sitting on is roughly 8" lower than the opposite side of the bed. A smaller ridge also exists in the middle of the sunken area of the bed between my wife and I.
We tried to rectify this situation with the ******** ***** where we purchased it from, but they didn't find the 8" dip a problem big enough to warrant a replacement mattress. We therefore need to have this situation rectified by the manufacture.
In addition to sleeping in a trench, we also feel the bed coils and it is incredibly uncomfortable.
By way of comparison, we have a **** *** ****** mattress that is over 4 years old and has no sinking problems.Business Response
Date: 09/20/2024
When a customer purchases a mattress (******* *** ****** or Sealy) from a third party retailer as he has done, it is the responsibility of the retailer to support the customer's warranty claim. That does not mean that the customer's mattress is eligible for an approved claim. It means the store is responsible for handling the claim. If the customer had purchased from us directly, we would gladly have the customer submit their claim to us directly.Initial Complaint
Date:09/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tempur-pedic warranty issue. They don’t honor their warranty. My mattress is literally cracked in half and they keep asking me for more photos. The mattress weighs about 150-200 lbs. I took it apart once (I had help) so I could take pictures (which I sent them), but had to put the cases back on so I could sleep and then they ask me for more photos. It is literally split. I cannot take the slip cases off again. I am not strong enough they keep doing this. It isn’t my first experience with them. They keep asking for more photos and measurements until you just give up. I spent thousands of dollars on a temper-pedic bed and mattress. I’m using all their equipment. Can I take more photos of the frame…Business Response
Date: 09/18/2024
We certainly do apologize to the customer for needing to submit more photos for her warranty claim. Every customer that files a claim must provide the photos our warranty team requests so we can make sure that every customer is treated the same, fair way.Initial Complaint
Date:09/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The items were purchased on August 4, 2024. Order Number: ************.
The business offers premium comfort and world class service. On receipt of the item, I used one, (the other is still in the box in pristine condition).
Unfortunately for me, I suffered from a severe reaction- and got hives and rashes on my body, primarily on my arms and legs. Since I am unable to use the items, I kindly requested the business to offer me an opportunity for an exchange or credit so that I can purchase items from a different line that may be better suited to me.
Business flatly denied my request and offered absolutely no resolution. I was very disappointed as I spent $291.19 on items based on the its great description on the website. The item also had stellar reviews. Turns out that I am simply unable to use them, and I am stuck with items that I can not use.Business Response
Date: 09/17/2024
As the customer was advised, our Company policy which is published on our website and, if the sale was made by our phone sales team is stated verbally on a recorded line states that our pillows are considered a final sale. No returns, refunds or exchanges. There are no caveats to this policy.Customer Answer
Date: 09/17/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ********Business Response
Date: 09/18/2024
Hello,
I apologize for your experience with the product. Unfortunately all personal items are non refundable, non returnable, and non exchangeable as per the policy listed on the website.
Thank you
Customer Answer
Date: 09/20/2024
Complaint: ********
I would appreciate some compensation for the unusable product I was sold.It is egregious that your company will not offer any recompense in this case.
I urge you to afford a refund or credit so that I may purchase items I can actually use.
Sincerely,
**** ********Initial Complaint
Date:09/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an online order for a mattress on Aug 31, 2024 and paid $1,673.99. I was told that it takes 3-5 business days to ship this item. Today is Sep 16, 2024 and *** does not even have possession of my mattress and the company confirmed that the mattress has not shipped. I have contacted the firm 3-4 times so far without any resolution, any clarity on when mattress will ship and when I will receive it. Today, I spoke with a supervisor (Angel) and he said that he is reshipping it and that I should have the mattress here by Sep 20, latest by 23rd. Please give this company the lowest possible rating in customer service and transparency.Business Response
Date: 09/16/2024
We certainly do apologize to the customer for his shipping issue. As promised, his order was re-entered into the system and is shipping today. The customer will be receiving an email from *** with those details.Business Response
Date: 09/27/2024
We apologize for the delay.Initial Complaint
Date:09/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a mattress online at a sale price of 899. They (the website) saved a previous order of me browsing. When I went to order I deleted the previous mattress. The website autogenerated a welcome “gift”. They charged me for the gift and the additonal package at 50%. I never even wanted the gift just the mattress and they are refusing to cancel or accept a return in said gift. It comes to around 200.Business Response
Date: 09/03/2024
The customer has threatened legal action. He was advised to have his attorney contact our Corporate Legal Team.Initial Complaint
Date:09/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought bed and platform from company. Platform came damaged. No resolution after two weeks of waiting. No one can help us via phone/email. We have a bed that we can not use and there is no hurry to correct this issue.Business Response
Date: 09/03/2024
We certainly apologize to the customer but ordinary shipping window is 1-2 weeks. Unfortunately we cannot make the trucks drive any faster.Initial Complaint
Date:08/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased the mattress from a retailer that doesn’t allow returns. Our $3000 mattress is wrecking our lives. We have severe back, hip and neck pain. I tried reaching out because our firm mattress is not firm. I cry because the pain is so bad. Please. We need a remedy. We can’t afford another mattress for more than a year because we had to budget this one. Please help fix this.Business Response
Date: 09/09/2024
The customer will need to go to the appropriate website depending upon which brand they purchased.Initial Complaint
Date:08/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a mattress and base at Mattress Firm. It’s a Tempur pro breeze
Serial number is ***********
Size of mattress is Cal King
Purchase date is April 18 2022
Product issue is it’s sagging on the right side of the bed as you stand at the foot.
Purchase price is $5,099 pro breeze
Serial number is ***********
Size of mattress is Cal King
Purchase date is April 18 2022
Product issue is it’s sagging on the right side of the bed as you stand at the foot.
Purchase price is $5,099
I contacted on October 6, 2023. The claim was denied because mattress has stains, which has nothing to do with the extreme sagging on one side of the mattress. The mattress is a cooling mattress and a mattress cover interferes with the cooling effect. Tempur Pedic Customer service denied the claim. There is a 10 year warranty on this mattress. The mattress cost 5099 and is basically a health hazard and fall risk at this point.
This is the email response from their customer service:
Lamar (Tempur-Pedic)
Oct 10, 2023, 11:35 AM EDT
Hi,
There are several stains on your mattress. Unfortunately, when stains are introduced to Tempur-material, it can cause the material to respond in different way. Unfortunately, this voids the warranty on your mattress.
We try our best to take care of our customers, and we take our warranty process very seriously. We have looked over your claim several times to see if there was something we could do, but at this time unfortunately you are not eligible for a replacement. It is not our pleasure to give you this information, but at the same time we must abide by our warranty process and procedures.
We're so sorry for this outcome, and that there is not more we can do for you in this instance.
Lamar
Tempur-Pedic Customer SupportBusiness Response
Date: 08/27/2024
When liquids or bodily fluids are introduced to our mattresses, the material inside the mattress absorbs them. Over time the material will begin to fall apart causing sagging and dips. Per our published Limited Warranty, this will immediately void the warranty. This is the reason that a mattress protector should be used. We apologize to the customer but the policies, procedures and decisions of the Warranty Team are final.Customer Answer
Date: 08/27/2024
Complaint: ********
I am rejecting this response because: the mattress is a cooling mattress and the mattress cover does not allow for cooling. This is a ridiculous policy. Never in the store when we purchase was using a mattress cover recommended. The warranty as a 10 year was definitely mentioned. To pay $5000 for a mattress that is no longer able to sleep on, and it was a year old is ridiculous. The mattress still makes you sweat without a cover, which can cause stains as well.
Sincerely,
****** ********Business Response
Date: 08/30/2024
We offer Breeze technology mattress protectors for cooling mattresses.Customer Answer
Date: 09/03/2024
Complaint: ********
I am rejecting this response because: your response about protectors after the fact is a moot point. The salesmen never mentioned or suggested a protector. Especially after you all want to invoke a discretionary reference to stains voiding the warranty.
Sincerely,
****** ********Customer Answer
Date: 09/04/2024
Date Sent: 9/3/2024 1:55:19 PM
Complaint: ********
I am rejecting this response because: your response about protectors after the fact is a moot point. The salesmen never mentioned or suggested a protector. Especially after you all want to invoke a discretionary reference to stains voiding the warranty.
Sincerely,
****** ********
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